Our Client  is seeking a hybrid Technical Support (Hybrid). This role will create raving fans by delivering excellent support to all of our advisor’s end-clients. The goal is to build and maintain client loyalty as well as create the world’s most referable platform.

Responsibilities:

• Respond to telephone support inquiries from Financial Advisors, their supporting staff in field, and end clients
• Provide technical assistance with system status, network connectivity, along with a variety of problems of all installed applications and software products supported by IT
• Provide ongoing service focused support for all aspects of the client’s web portals, identify trends, and report trouble tickets to tier 3 support
• Provide support to our advisors and end-clients with the navigation and use of various systems associated with the Broker/Dealer
• Troubleshoot and resolve product or service problems; determining the cause and explaining the best solution to resolve the issue
• Resolve less complex problems immediately and direct complex inquiries to the IT Support team and/or vendor for resolution
• Utilize the CRM (Client Relationship Management) tool to record calls and status of all requests
• Provide follow-up to ensure full customer satisfaction
• Escalate requests to or consult with senior staff when solution is unclear
• Report problems with procedures and make suggestions for improvement
• Participate in special projects that enhance the overall advisor and client experience
• Provide support to our clients in all aspects of the the Client and Advisor Portals
• Maintain high level standards of call handling requirements and quality review scores while adhering to assigned work schedule
• Provide training support on department process and system navigation